Job Description

Customer Service Officer

Contact Centre | MUFG Pension & Market Services | Full Time | Hybrid | Permanent and Fixed-Term Contract opportunities

About the role

Be the first point of contact for investors, employees and finance industry professionals. As a Customer Service Officer (CSO), you will handle inbound and outbound calls on a range of enquiries about shares, investments and website support. Your purpose is simple: meet or exceed expectations with accurate, appropriate and empathetic responses.

The details

• Start date: We are recruiting for an intake to join our business on Monday 18 January.
• Employment type: Full Time. Both permanent and fixed-term contract positions are on offer.
• Work arrangement: Hybrid. Successful candidates must have a suitable work-from-home set up.

What you will do Deliver an outstanding customer experience

• Provide excellent service on inbound and outbound calls
• Resolve queries efficiently and effectively by anticipating customer needs and owning first call resolution

Own the detail

• Investigate and take ownership of complex investor queries
• Build subject matter expertise on clients, processes and procedures
• Achieve all Key Performance Indicators (KPIs)
• Show adaptability and teamwork, adjusting shifts to meet operational demands if required
• Take a proactive approach to independent learning
• Contribute to continuous process improvement

Grow with a supportive team

• Participate positively in team meetings, sharing ideas and celebrating team goals
• Work with your leaders to build your capability and skills through delegated responsibilities and projects
• Support your leaders and colleagues, working closely with the Contact Centre team and the broader MUFG MPMS

Uphold governance and risk standards

• Build your knowledge of the finance sector and stay across industry news and changes
• Live the MUFG Corporate Markets Core Values: Together We Achieve, Adapt and Evolve, and Client Focussed
• Adhere to all legislative requirements for the role
• Comply with the MUFG Pension & Market Services privacy policy and procedures

This list is not exhaustive and may change from time to time based on business needs.

What you will bring

• Strong customer service skills, excellent written and verbal communication and a pleasant phone manner
• The ability to interpret complex subject matter and explain it clearly to the end user
• A history of delivering results and achieving set targets
• A proven record of reliability and punctuality in a structured environment
• Proven ability to solve complex problems and deliver innovative solutions
• Empathy and resilience when handling difficult or sensitive calls
• The ability to work under pressure and maintain target levels
• Openness to feedback and a willingness to develop professionally
• Experience working in a collaborative, professional team environment
• Intermediate computer literacy and keyboard skills (MS Office suite), with excellent attention to detail and accuracy
• The ability to work across digital media platforms and provide front line technical support
• A desire to build a career in the finance and registry industry
• A suitable work-from-home set up for our hybrid arrangement

Desirable

• Experience in Customer Service or Financial Services

Ready to apply?

If you are looking to start a career in finance and registry services, we would love to hear from you. Apply now to join our intake starting Monday 18 January.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.